ComplaintsforPrestige Plastic Surgery of Miami LLC

• Initial Complaint

  10/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This is a cosmetic surgery establishment. I paid them for services, but I decided to go with a different surgery center. I have been contacting them for months regarding my refund. I have been calling for months regarding my refund. I was given an email address and told to contact them regarding the refund and I have yet to be contacted regarding this money that I am owed

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Back in November of 2022 I had a breast lift and augmentation at Prestige Plastic Surgery in Miami. My procedure went great and I was happy with my results. I noticed around 8 months one of my breasts(the right) was not dropping like the other and felt hard to the touch. I reached out to Prestige to let them know what was going on. I was told to reach out to an after hours nurse named ******* who works remotely for the clinic. I email ******* like instructed and send over pictures of what my b****** currently looked like. ******* gets in touch with me and tells me it looks like I have a contracture in my right breast. She lets me know that this is no fault of the drs that people just heal like that sometimes. She then instructs me to get a mammogram and send over the results. This takes about 2 months on my part waiting for an opening. Once that is completed I send over the diagnostic paper work stating my right breast is especially dense and that my left looks larger than the right (due to the contracture) while I wait for them to email the images over. I wait for 3 weeks and get no response from *******. I have called the clinic multiple times just wanting to make sure it was received and never got a response from her. I then posted about this experience in a surgery group ran by ******* the nurse from Prestige saying how disappointed I was and how uncomfortable this contracture had become and all I wanted to do was schedule a date to have it fixed. My post was never added to the group but ******* reached out to me asking about my post. I then informed her that I had been trying for almost a month to talk to someone and was in pain. ******* then asked if I was sure it was a contracture to which I responded yes and that was the last time I got a response from anyone at Prestige. That was on February 22nd. I have called and messaged weekly since and have gotten no response. I would like to have my correction done by the same surgeon and schedule my surgery.

• Initial Complaint

  01/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was planning on going to Miami to have surgery done due to recent weight loss and paid *********** on 4/20/23. I was told I have till the end of Feb 2024 to schedule my surgery. Being out of state I been attempting to reach them to discuss how to set up with a recovery house, how I will handle any doctor ***** pre-surgery, what I am supposed to do concerning medication I am currently on, etc. On 5/2/2023 I received a text message from "*******" who was going to be my surgical coordinator with a laundry list of things I would need to do to prepare. I have attempted to speak with her via both text AND phone (says if responding to text I will give consent to communicate this way) and have not received a resp to date. Right before I paid *********** I DID disclose I have a coagulopathy issue and wanted to confirm this would not be an issue and I was "promised" this would not prevent any clearance. Being unable to contact the surgeons office I I met with my doctor to see if possibly they could do the pre-op appt's for me and I could forward the records the surgeon to get this handled. I was informed they would NOT approve that I am clear for surgery due to all the possible risks. I just reviewed my deposit receipt and it states no refunds however I am requesting reimbursement as 1) I could not reach them to schedule to ensure this would be done by end of February 2) I was misinformed I would not have any issues and once I paid *********** and got the receipts adv deposits non-refundable I have not been able to speak with one and when I tried to get this all done within the timeframe was told due to my condition I was informed of all the risks however I confirmed this would not be an issue otherwise I would not pay for something that could potentially be life threatening and feel like I was pacified until they got my deposit money and want to be reimbursed because this was completely misrepresented.

  Customer response

  02/05/2024

  ***BBB Has Received Additional Updated Information From Consumer***

  ***Please See Attachment***
  

  Customer response

  02/06/2024

  ***BBB Has Received Additional Information From The Consumer***

  ***Please See Attachment***
  

  Business response

  03/08/2024

  The patient states she asked our office if there would be an issue with her being cleared for surgery by our doctor. She was told no, which is correct. Our doctor never failed to clear this patient. We can not answer what her PCP will do regarding medical clearance on his side. That is something patients are responsible with discussing with their PCP, prior to scheduling an elective procedure. As far as our practice clearing this patient, there was no contradiction noted therefore we did not deny this patient surgery. She signed a contract stating refunds are non refundable. If our surgeon would have decided she could not have surgery which would have resulted in our practice canceling this patient, then yes she would be eligible for a refund. However, that is not the case. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I scheduled a surgery with this facility for October 25th 2023. I could not be cleared by a doctor to have the surgery so I canceled the surgery on September 27th 2023, which is a month in advance. After cancellation I contacted the surgery centers refund department to receive a refund and they never responded back to me however they have lied to my bank that they performed the surgery on me although they never did perform the surgery on me which I have proof of and that I am not allowed a refund although the contract states I am. Therefore leaving me without access to my money or my bank account. Today is now November 9th 2023 and I still havent received a response from this facility about my refund. They have stopped answering all of my calls and emails as well

  Business response

  12/29/2023

  
  

  ***Please See Attachment From Business***
  

• Initial Complaint

  09/11/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I scheduled a Surgery for July 11th 2023for a BBL i paid a total of $5000 $250 initial down payment and then 3 payments every 2weeks for $1321 each on 04/06/23 04/21/23 and 5/5/23 and a final payment for $785 on 05/18/23 I signed a contract that stated if I canceled the surgery I would loose my initial down payment for the surgery as well as a $1500 cancellation fee I decided on June 12th 2023 I informed them I was going to cancel the surgery she informed me again of the charges associated with canceling I agreed she then stated I would be contacted by the refund department I was never contacted after about 6weeks of reaching out numerous time with no response I filed a charge back with my bank which they then responded and said until it was closed they could not process my return the charge backs closed with my bank 08/07/23 and the surgery center is still telling me they cant discuss my refund with me because the charge back a are showing open and now they have stopped even responding to my emails and email is the only form of communication I have had with them they refuse to give me back the $3000 owed to me for canceling the surgery I paid the fees associated with canceling as stated in the contract I signed and now they need to send me my refund that is due for the remaining money

  Business response

  11/08/2023

  This patient was issued a refund in the amount of $3,000 on September 11, 2023. I have attached a copy of the refund receipt. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My surgery was canceled the day of surgery by the surgeon because of her poor preop exam. She didn't review my mammogram and didn't feel comfortable completing my surgery. I started a new job and have to use another surgeon and I requested a refund for my surgery being canceled by the surgeon on the day of my surgery. That was on July 20th, 2023 and I have yet to receive any refund or response from the refund department. Please help me retrieve my refund. I have called the office numerous times to speak with an office manager and they are always out of the office. Please help me to retrieve my refund. Thank you.

  Business response

  11/09/2023

  ***Business Response***
  

   

  Also, this patient (*****************************) was issued refunds on August 28th. I am really not sure why this is just now coming up. I have attached screenshots to confirm the patient was refunded. Patient was also issued a refund in the amount of $4,200.00 via Care Credit in August. Please advise. I greatly appreciate your assistance regarding this matter.
  
  Best Regards,

• Initial Complaint

  07/25/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On June 2,2023 I canceled my appointment with prestige plastic surgery for a BBL. I called back the following week inquiring about my refund they gave me an email number to email in regards to the refund but no one would email me back. I have called several times trying to get my refund and no one can give me any information. All I want is my money back. I dont want to reschedule.

  Business response

  09/28/2023

  ***BBB Has Received The Business Response***

  ***Please See Attachment***

   

  The first attachment shows the date *************** contacted our office requesting to cancel, which was June 2, 2023.

  The second attachment shows where her appointment was modified to reflect her cancellation request on June 2, 2023.

  The third attachment shows what our contract reads regarding canceling surgery within 14 days from the date scheduled.

  Attachments 4-7 show the communication directly with this patient regarding her refund request. Also, attachment 4 is the very first email received from this patient requesting a refund which was on July 5, 2023. 

  I would like to call attention to the fact that the patients payments were made more than 12 months prior and were still granted, despite the contract stating expires after 12 months. Also, it is important to note that even though the patient canceled only 4 days before surgery, she was given the option to reschedule for a future date, without any penalty and to prevent her from losing what she had paid.

  
  
  

   

• Initial Complaint

  04/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried contacting this company over several times concerning my refund. I was told that someone from billing would contact me in ***** hours by email. I have not received any contact from anyone. I cancelled surgery which was scheduled for June 5th 2023. On April 4, 2023 I called and spoke with ********* about this. She informed me that I would not be able to get my deposit of ****** back but the refund of ***** would be issued back. I was fine with that. As of today I still have not heard from anyone and when I call they put me on hold and never return. At this point I just want my refund that is due to me. I would like to handle this the same way it was handled when they received the money from me. I heard more from them when they were calling for a deposit and now that I have cancelled I can not get anyone on the phone/email or to call me...WOW!!!! I would really hate to get a Lawyer involved. I understand that they have other clients as well but to not contact someone after the initial time frame quoted is pathetic. I have called numerous of times and if it were a issue with being backed up from customers or whatever just letting someone know what is going on would be the right thing to do.

  Business response

  05/27/2023

  Hi ********,

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. After looking into this, it appears that the billing department has been in contact with you multiple times via phone and email. 
  As we have previously discussed, per your contract, our company policy states that all deposits are non refundable and that a $1,500.00 cancellation fee will apply when canceling your procedure. I have attached a copy of your signed contract for your reference. You can refer to Page 2 under "Cancelation of Surgery" to review this policy. 

  Also, I want to remind you of our previous conversations regarding rescheduling your procedure. As discussed, we have offered to waive the rescheduling fee and allow you to choose a different date for your surgery, without any charges. Please keep in mind that initially when you asked for a refund, you stated the reason was to go to a different provider. Regardless of that, we still offered to reschedule your procedure to a later date to prevent you from forfeiting the cancellation fee and non refundable deposit that you have paid.

  While we do understand that you have now stated you will have to see a hematologist due to your recent blood cell counts, please know that we work closely with hematologists regularly. We are happy to communicate with your hematologist to ensure the best plan of care for you as our mutual patient and help get you to surgery safely.
  If rescheduling your procedure is something that you are interested in, please feel free to call the office to select your new date. We look forward to hearing from you! 
  

  Customer response

  05/31/2023

   
  Complaint: 19909315
  
  I am rejecting this response because: Hi, This is not true. Yes I spoke with coordinator and told her that I was having a family emergency issue I NEVER stated that I wanted to go to a different provider. I spoke with ***** about this as well as ********* and was assured that my money would be returned to me. I never signed a contract just the receipts. I only saw the contract when I spoke with ******* about my money and that is when she sent it to me email with different dates on it. I actually kept asking ********* for a contract and paperwork stating what I needed to do as far as what not to take when it was time for my blood work and that is the only thing I received before speaking with *******. Yes I did speak with you ******* and stated that I would keep my date and still come for surgery in July 2023 until after completing my blood work with my physician office and there were some issues with my blood work being extremely low and my physician stated she was and would not clear me for any surgery and referred me to a hematologist. I contacted you all and emailed you ******* returned the email and stated that that was not a issue and that I could still have surgery. My question is why would I put myself in risk of traveling ********************************************************************************* on a regular to trust a plastic surgeon who knows nothing about me to have surgery. I thought the policy was your doctor has to clear you before they perform surgery so now it is something different. I offered to provide proof but from my understanding it wasn't needed. But it was told to me that no refund on deposits but ******* refunded a deposit ( I have proof of this as well ) to another young lady because she herself was having issues with blood work. ******* stated to her as well that they were able to still work with it as well but the client still did not feel comfortable and she still refunded deposit. So this is not true. Also, after telling ******* what ***** and ********* stated about my refund and that it was refundable. She stated that they were new which in fact they are not (*****). I have recordings of these conversations as well. So this is totally not true. Also reading this contract ******* decided to send me it has that you are given one time to reschedule without being charged. When I first told them about my family emergency and then speaking with them about it I agreed to continue but I wanted to wait until further notice so to remove the July 2023 until I tell them a official date. So why would a fee be waived if it was the first time I changed the date. These people lie and ******* is one!. I guess when you have a parent who is a Lawyer.. per ******* you can do this or at least TRY. She has only told the truth about two things and that is telling me to go against my physician orders and we talked. Everything else is a LIE!
  
  Sincerely,
  
  *******************************

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